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Enterprise Systems Technical Support Lead

BarkBox

BarkBox

IT, Customer Service
Philippines
Posted on Tuesday, April 16, 2024

Enterprise Systems Technical Support Lead

Philippines / Remote/ Full-Time / US Hours

ABOUT BARK

Here at BARK, we love dogs and their people. We’re looking to make all dogs happy throughout the entire world (we’re not kidding). Think Disney for dogs -- we make magic for dogs and their people through our products, events, and experiences.

Our ambition level is high, the opportunity is huge, and our love for dogs is through the roof! We launched in 2011 with BarkBox, a monthly-themed subscription of all-natural treats and clever toys. Since then, we've shipped more than 70 million toys and treats to dogs across the world and use all of that direct customer feedback to inform new initiatives and ways to make magic between dogs and their people. We’ve since expanded into other offerings as well, as we aim to become THE Dog Company for every family with a four-legged, belly-scratch-loving, interspecies family member.

WHO ARE WE

The tech team builds the systems and apps that communicate with our customers, warehouses, customer service, payment providers, and more. In short, we create and manage the systems that keep the business running and, more importantly, make dogs happy. We work collaboratively (no such thing as a dumb question) and scientifically (test and measure whenever we can), while taking the work--but not ourselves--too seriously. We generally work on squads of engineers, product designers, data analysts, QA and product management. We also work closely with stakeholders throughout the company to get things done. We see technology as a means to an end; we love solving problems and making the most of our time!

WHO WE’RE SNIFFING FOR

A tech ninja who has a strong understanding of key business systems and processes, and who can be a key player to help keep our core business systems running smoothly. As a tech lead, you will be the main point of contact for key support initiatives, help build reporting dashboards that tell stories of support focus areas, and be willing to roll up your sleeves and jump right in. While this role is versed in primary support for Netsuite, there may be other core systems which become part of the support world.

KEY DUTIES

  • Leadership:
    • You are someone who people want to work with. It's not only that you have great ideas, it's that you make other people better too.
    • Oversee key support cases from intake to customer satisfaction, and able to prioritize and pivot as needed.
    • Delegate simpler support tasks to the support analyst, and ensure that key issues are triaged quickly
  • Product Focus:
    • Expertise in Netsuite, with a good understanding of how each business lifecyle operates, and a focus on automation and process improvement
    • Understand how other systems interact with NetSuite and be ready to build flow diagrams and SOP to help the Enterprise Systems team keep organized
  • Technical:
    • Ability to review system issues, system logs, and triage issues based on severity
    • Solid understanding of workflows, system integrations, API services
    • Previous experience working with EDI endpoints
  • Support Oversight:
    • Leverage Jira Service Desk to produce monthly status reports and dashboards illustrating key trends
    • Ensure that tickets are regularly addressed, and that every request is properly taken into account through the proper channels
  • Must Love Dogs

EXPERIENCE

  • You have at least 3 years or more experience in Netsuite support or administration
  • You have experience in supporting and maintaining NetSuite integrations with 3rd party systems
  • You have at least 5 years experience working in a technical support role, supporting more than 1 core system
  • You have experience in creating key dashboards and status reports related to support initiatives
  • You care about delivering a good customer experience and ensuring that support issues are resolved, and recurring issues are analyzed for root cause, with a focus on isolation and mitigation
  • You are comfortable with spending time with various teams to understand key challenges and process roadblocks with a focus on automation
  • You value your own time and others’ and find solutions to optimize it. PREFERRED EXPERIENCE AND SKILLS
  • Experience & Leadership: You are a thoughtful, talented engineer who has good experience facilitating the work of their colleagues and reports.
  • You have:
    • 3+ years of hands on Netsuite Support, with access as an administrator
    • 5+ years of working as a support lead or equivalent, in an environment with multiple interconnected core systems
  • Goal Driven: You align yourself with the strategic goals of the company, as well as team goals, with a focus on ensuring success
  • Humility: You're humble, self-aware, and always give credit where it is due
  • Communication skills: You are a strong, transparent communicator.. You are ready to work closely with developers, as well as functional and technical support teams. You are able to communicate goals clearly to your team and stakeholders.
  • Empathy: You’re a respectful and empathetic teammate who is willing to go the extra mile for others. You care about helping us create a diverse, inclusive workforce where we respect all and practice empathy at every opportunity.